DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report.

Consulting 59

Consulting Consulting Marketing Management 59

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Its theme was (and still is) simple—to use the real-time capabilities of contact centers to assist people (customers, prospects, partners, the public, etc.) ANALYTICS RECEIVES AN ENCORE. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CSM Magazine

OCTOBER 15, 2018

Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences. Running a series of ‘what if’ scenarios helps to.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56